Get Answers to Your Questions

Here are our most frequently asked questions with answers.

Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk.
Representative Example: Amount of credit: £250 for 74 days with one repayment of £74.00 and one repayment of £324.00. Total repayment: £398.00. Interest: £148.00. Interest rate: 292% pa (fixed). 1300.5% APR Representative.

General FAQs

I have been advised to use the Online Claims Portal. What is it?

The Online Claims Portal is a simple online website allowing you to submit a claim if you believe you were sold (an) unaffordable loan(s) by CashEuroNet and may have an eligible claim. To submit your claim, you’ll need to provide some of the contact details associated with your CashEuroNet (trading as QuickQuid. PoundsToPocket, On Stride) account, such as name, email address associated with your CashEuroNet account, etc. However, you will not need to provide any information in relation to your specific loans.

Am I eligible to make a claim?

If you believe that you were provided with (an) unaffordable loan(s) by CashEuroNet, you can submit a claim using the Online Claims Portal which can be accessed here.

The Online Claims Portal opened on 3 August 2020 and the final date to submit a claim will be 14 February 2021. However, the Portal will remain open for a short period of time after the final date to submit a claim, 14 February 2021, to allow customers to continue to update their details. Customers will not be able to submit a claim after 14 February 2021.

We encourage all customers to submit their claim as soon as possible, as delaying the submission of your claim will not increase its value.

What is an "unaffordable loan"?

The unaffordability of a loan will be assessed by the Joint Administrators, looking at criteria of the loan at the time it was taken out by the customer.

For more information, we suggest you visit guidance notes from the Financial Ombudsman: https://www.financial-ombudsman.org.uk/publications/technical_notes/payday-lending.html.

How will you contact me?

Unless otherwise agreed, it is our intention to make all communication by email. Should you require an alternative contact method, please contact our Customer Support Team at 0800 016 3250.

I haven’t received an email from you inviting me to make a claim, but I am sure I had/have (a) CashEuroNet loan(s).

You do not need to have received an email from us to submit your claim. If you believe you were sold an unaffordable loan by CashEuroNet, you can submit a claim for redress through our Online Claims Portal.

Don’t forget, we will contact the email address associated with your CashEuroNet account. Please also check your junk mailbox.

If I have previously received a redress payment and/or waiver from CashEuroNet, can I claim again?

You are able to submit a claim for all loans not considered as part of a previously accepted and redressed affordability complaint which was assessed by CashEuroNet prior to the Administration.

You cannot be redressed twice for the same loan. If you previously received a redress payment and/or waiver from CashEuroNet, then the historic loans that were redressed at the time will not be considered again.

Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim value. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet’s assets have been sold or realised and certain costs and deductions have been taken into account.

I am owed money by CashEuroNet but not for (an) unaffordable loan(s). Can I use this portal?

The online portal will not be able to accept claims for other creditors, e.g. other complaints, trade creditors, employees, secured creditors, etc.

How will I know it is CashEuroNet contacting me?

Emails that you receive will be from a “@casheuronetuk.co.uk”, “@mail.casheuronetuk.co.uk”, or "@uk.gt.com" email address. If in doubt, please contact the CashEuroNet Customer Support Team at 0800 016 3250.

I have received more than one email from you to different email addresses notifying me of the portal. What should I do next?

If you have received more than one email from CashEuroNet (sent to different email addresses belonging to you) please contact our Customer Support Team at 0800 016 3250.

This may have happened if you have had more than one account with CashEuroNet (e.g. where some personal information was slightly different, and CashEuroNet could not match you to a former account, it would have set up a new account). In these circumstances, we will need you to submit the information applying to each account through the Online Claims Portal, and we would request that you call the CashEuroNet Customer Support Team at 0800 016 3250 so that we can merge your claims.

I previously requested that all of my information be deleted from the systems. Can I still make a claim?

Yes, you can.

However, to make a claim you will need to have your customer ID and a loan ID. If you do not have these, the system will be unable to recognise you.

If you have any queries or concerns about the above, please contact our Customer Support team at 0800 016 3250.

Should I contact the Financial Ombudsman Service?

No, following CashEuroNet entering administration, the Financial Ombudsman Service has passed all outstanding and any new complaints/claims to the Joint Administrators for consideration.

Will the Financial Services Compensation Scheme (FSCS) pay my claim?

No, the FSCS do not cover claims under consumer credit agreements. For more details, see: https://www.fca.org.uk/publication/consultation/cp16-42.pdf.

How do I submit a claim?

Please submit your claim through the Online Claims Portal.

The Portal will ask you for some account information (e.g. name, email address associated with your CashEuroNet account, etc). Following which, it will try to identify you automatically based on CashEuroNet’s records. If successfully identified, you will be able to submit a claim on the Online Claims Portal.

Once submitted, we will email you to confirm that your claim has been submitted. No further action is needed by you. We will email you again once your claim has been assessed.

We do not need you to take any further action in the interim. Please be assured that we will email you as soon as we are in a position to do so.

Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim value. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet’s assets have been sold or realised and certain costs and deductions have been taken into account.

If the portal does not recognise you as a customer, it will inform you that it has been unable to match your data to a CashEuroNet customer account and ask you to try again. If you continue to have difficulties, please contact the CashEuroNet Customer Support Team at 0800 016 3250.

Will I need to provide any information or documents in support of my claim?

In the first instance, other than your CashEuroNet account information (e.g. name, email address associated with your account, etc.) so that we can identify you, you will not need anything further to submit a claim on the Online Claims Portal. Subsequently, we may request further information from you.

For example, if we are unable to validate your bank details, you will be asked to provide a copy of a bank statement (no older than three months). You will be advised of this if it is needed.

Why do I need to provide you with my current bank details when I make a claim on the Online Claims Portal?

We need to collect and validate your current bank details so that we can use these in the event that your claim is successful.

Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim value. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet’s assets have been sold or realised and certain costs and deductions have been taken into account.

Do I need to use a Claims Management Company (CMC) to submit my claim?

No. You can submit your claim directly to us via the Online Claims Portal. It’s simple and easy to use, and requires account information associated with your CashEuroNet account.

A CMC can also help you submit a claim. It is up to you if you want to use one. If you decide to use a CMC, please make sure you understand the scope of their services and how much the service will cost you before agreeing to its service.

What if I do not want to use my Claims Management Company (CMC) anymore?

A cancellation of a CMC's authority to make a claim on your behalf will be subject to the terms of any agreement between you and the CMC. We are not able to advise you on how to proceed in relation to your CMC; we suggest you contact the CMC directly.

When will I know if my claim has been successfully submitted?

The Online Claims Portal will confirm when you submit your claim that it has identified you as a customer (if not it will ask you to try again or contact the Customer Support Team).

An error message: “Warning - Your claim was not successfully submitted!” has come up. What do I do?

The error message is a result of us not being able to validate your current bank information. It is important to note that your claim submission was unsuccessful. Please call 0800 016 3250 at your earliest convenience, where a member of the Customer Support Team will assist you in completing your claim submission.

If you do not call 0800 016 3250 to resolve this, your claim will not be submitted in the administration.

The Online Claims Portal cannot identify me, what should I do next?

If the Online Claims Portal does not recognise you as a customer, it will inform you that it has been unable to match your data to a CashEuroNet customer account and will ask you to try again.

Please remember that the Online Claims Portal matches you based on the information that CashEuroNet had on their records at the time you took your last loan or most recently updated the personal information on your account. As such, this may be an old email address or home address that you have not used in a while or moved away from.

In the first instance, we recommend that you keep trying the Online Claims Portal. This is the quickest and easiest way to make a claim.

If you have previously requested that your information be deleted, you will need to provide your customer ID and a loan ID in order for the system to locate your records.

If despite these efforts, you are still unsuccessful, we recommend that you call the CashEuroNet Customer Support Team at 0800 016 3250. Please bear in mind that we expect the call centre to be extremely busy, and so there may be a considerable wait time for your call to be dealt with.

Can I get help if I can’t use a computer?

Yes, if you are unable to use a computer, please contact the CashEuroNet Customer Support Team at 0800 016 3250.

Will I be able to partially complete my claim online, save it and then return to it at another time/date?

No, but the Online Claims Portal is quick and easy, so it will only take a matter of minutes to submit.

If I have cancelled my agreement with a claims management company ("CMC") after the CMC submitted my claim, will I need to provide you with any information?

If you have cancelled your agreement with the CMC, we may ask you for further evidence that the letter of authority has been cancelled and is no longer in effect. This will be particularly relevant in the event that the CMC has made or continues to submit the claim on your behalf.

Do I need to input a claim value (£)?

No, we have all the information we need from CashEuroNet's records to assess your claim. Should we require further information, we will send you a separate email seeking specific information which may be required to assist us with the assessment of your claim.

The Online Claims Portal is telling me I am unable to claim, as there is already a claim in my name. Or, I have received an email from you acknowledging that a claim has been made in my name, but I have not authorised any third parties to make a claim on my behalf, what should I do?

We will process claims on a first come first served basis. If a CMC makes a claim on your behalf, you will be prevented from submitting a claim.

If you have not authorised a CMC or third party to act on your behalf, please contact the CashEuroNet Customer Support Team on 0800 016 3250 at the earliest opportunity. This may be a fraudulent attempt to make a claim in your name.

I am a friend or family member helping a customer to complete the Online Claims Portal, is this okay?

Where you are assisting, for example, a friend or family member to submit their claim on their behalf but have no written authority, we will be asking you for evidence as to your ability to represent a CashEuroNet customer. Examples of such evidence are a Letter of Authority, Power of Attorney, etc.

Why do I need to give consent to the Joint Administrators to calculate my claim on my behalf?

This is an insolvency law requirement. As a potential creditor, you are required to give permission for the Joint Administrators to calculate and submit your claim amount on your behalf.

I have one or more loan(s) that were sold to a third party. Can I still make an unaffordability complaint for these loans?

Yes, you can.

The assessment tool will assess all loans that you have taken out with CashEuroNet UK, LLC (including Quick Quid, Pounds to Pocket and On Stride Financial loans). This will include all loans that have been sold to a third party.

However, so that your claim can be assessed, including loan(s) that was/were sold, we will need to engage with the third party who acquired your loan(s) to obtain sufficient information. In the event we are not able to obtain the required information from the third party, we may send you a separate email seeking specific information to assist the Joint Administrators with the assessment of your claim.

How long will it take for my claim to be assessed if one or more of my loan(s) were sold to a third party?

As we require sufficient information from the third party who acquired your loan(s), it may take up to 90 days for your claim to be processed and for you to receive the outcome of your assessment, following you making a claim through the Online Claims Portal.

More information will be provided to you in your acknowledgment email. Please do contact the Customer Support Team at 0800 016 3250 if you have any concerns or queries.

I have been asked to provide information in relation to my sold loan(s). What do I need to provide?

To assist us in assessing your claim, please provide us with copies of the following:

  1. Statement of account(s) between you and the debt collection company
  2. Reference Number (Customer ID)

You will need to provide us with these within 21 days of our request. If you do not provide us with these, we will be required to assess your claim without the additional information.

Please do contact the Customer Support Team at 0800 016 3250 if you have any concerns or queries.

I do not have the information that I have been requested to provide. What should I do?

If you are requested to provide additional information, but cannot locate it, your sold loan(s) will be assessed in the absence of this information (i.e. based on records held by CashEuroNet).

Once your claim is assessed, you will have 21 days to appeal the decision. Therefore, this may give you further time to locate the information which has been requested.

Please see the appeals FAQs for more information on how to appeal the decision.

Please do contact the Customer Support Team at 0800 016 3250 if you have any concerns or queries.

When will I know if my claim has been assessed?

You should receive the outcome of your assessment via email within 30 days of making your claim through the Online Claims Portal. We will email you if there is any unexpected delay regarding the assessment of your claim.

If your claim is rejected, we will email you with an explanation of the rejection and an explanation of any further actions you can take.

Please note that if your claim consists of one or more loan(s) that were sold to a third party, it may take up to 90 days to receive the outcome of your assessment. You will be notified if you are in this position.

What does it mean if my claim is agreed?

If your claim is agreed, you will be given an "Accepted claim value".

It is important to note that the payment you receive will be considerably smaller than your accepted claim value. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet’s assets have been sold or realised and certain costs and deductions have been taken into account.

How will you calculate the value of my claim?

Your claim/loan(s) will be assessed against a number of different affordability criteria held on CashEuroNet’s systems. The assessment tool will consider information such as, but not limited to, the following:

  1. The customer’s loan value as a proportion of their reported income
  2. The total time in loan, or number of loans to identify repeat borrowing without a significant break
  3. Additional affordability factors, e.g. payments in arrears of customer hardship

When we send your assessment email, we will provide sufficient information for you to understand how your claim has been calculated.

Please note that any loans that have been previously compensated will not be reassessed by the Joint Administrators.

If my claim is agreed, will you remove the loans from my credit file?

Yes, it is our intention to do so, albeit given the number of claims we are expecting to receive, this may take a number of months after you have received your assessment.

If my claim is agreed, will I receive interest on my claim?

Yes, statutory interest will be added to your claim at 8% up to the date of the administration (25 October 2019).

If my claim is agreed, will my claim take into account fees and charges I had to pay?

Yes, statutory interest will be added to the net amount of any agreed loan(s) at 8% up to the date of the administration (25 October 2019). You will not be awarded any interest for the delay between date of administration and eventual date of dividend.

If my claim is agreed and I do not agree with how it has been valued, i.e. the amount offered, what can I do?

The Joint Administrators have designed the assessment process to identify unaffordable loans. If you do not agree with the calculation amount (including if your claim has been rejected entirely), you will have 21 days to respond to the Joint Administrators in writing (by email or post) with the reason(s) for your disagreement and evidence to support this reasoning.

If you do not provide us with evidence as to why you disagree with the decision, we cannot investigate your appeal.

Please note the following are NOT grounds for a successful appeal:

  1. If you disagree with your final payment (the value to be distributed) being smaller than the accepted claim value
  2. If you have been redressed previously for the loan(s)

If my claim is agreed, how much money will I receive?

Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim value. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet’s assets have been sold or realised and certain costs and deductions have been taken into account.

Who will payments be made to?

Any payment to successful claimants will in the first instance be paid to the most up-to-date bank account CashEuroNet currently has provided CashEuroNet UK, LLC.

Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim value. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet’s assets have been sold or realised and certain costs and deductions have been taken into account.

How do I update my bank details?

It is your responsibility to ensure that your bank details are kept up to date.

You can update your details any time during the claims process by logging back onto the Online Claims Portal. If you experience difficulties trying to update your details, please contact the CashEuroNet Customer Support Team at 0800 016 3250.

The Portal will close for claims on 14 February 2021. However, you will be able to make updates to your bank details until 14 March 2021.

Your bank details may need an additional step of verification, involving a bank statement. The Customer Support Team will be in touch with you if this is the case.

Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim value. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet’s assets have been sold or realised and certain costs and deductions have been taken into account.

How do I update my personal details?

It is your responsibility to ensure that your personal details are kept up to date.

You can update your personal details any time during the claims process by logging back onto the Online Claims Portal. If you experience difficulties trying to update your details, please contact the CashEuroNet Customer Support Team at 0800 016 3250.

What is the withholding tax charge element to my claim?

If your claim is accepted, we may be required by law to withhold 20% tax from the dividend payment amount which relates to the 8% statutory interest element of your claim. This will be detailed in your assessment email.

Further information can be found here: https://www.gov.uk/hmrc-internal-manuals/savings-and-investment-manual/saim9115.

If you have any further questions on this you should seek independent tax advice.

What should I do if I am approached by someone saying they work for CashEuroNet or Grant Thornton or the Joint Administrators and want to help me submit a claim?

Customers will not be approached by any Grant Thornton or CashEuroNet staff directly to assist in submitting a claim. Although we will be in touch to let you know how you can submit your claim on a simple Online Claims Portal (if you have not already submitted a claim).

Do not give details of your claim to anyone who approaches you, alleging that he or she works for Grant Thornton or CashEuroNet, or otherwise. If you do require assistance or are unsure as to the validity of any correspondence you have received, please contact the CashEuroNet Customer Support Team at 0800 016 3250.

What should I do if someone has indicated they can ensure I can get a higher claim amount, but I have to pay them a fee first?

The Joint administrators are under a duty to treat each claim equally. Every claim will therefore be assessed in the same way, irrespective of who submits the claim. As mentioned previously, customers do not need to use a Claims Management Company (CMC) or third party to submit a claim on the Online Claims Portal. Using a CMC or third party will not accelerate the claims process, nor entitle you to a higher claim amount. It may also expose you to charges that may be deducted from any final payment you might receive.

Will anyone ask for my bank details?

We may ask you to confirm that your previous bank details are still valid and give you the opportunity to update your bank details (e.g. if you have closed/changed bank accounts). You can update your bank details through the Portal. However, further validation, proof of ID and other supporting evidence will be required.

CMC/Third-Party FAQs

I have been advised to use the Online Claims Portal. What is it?

See general FAQs for customers.

Am I eligible to make a claim?

Third parties (such as Claims Management Companies) who are legally entitled to make a claim on a customer’s behalf can submit a claim via the Online Claims Portal.

Third parties will need to submit a claim via the Online Claims Portal for each individual customer they represent.

Third party claims will only be considered if they are supported by valid legal authority to make the claim (e.g. a Letter of Authority, Probate, Power of Attorney, Certificate of Appointment, etc.). This will need to be uploaded to the Online Claims Portal for each individual customer they represent at the point that the claim is made.

Failure to provide valid documentation will result in claims not being considered as submitted by the third party.

What is an "unaffordable loan"?

See general FAQs for customers.

How will you contact me?

It is our intention to make all communications by email.

I haven’t received an email from you inviting me to make a claim, but I am sure I had/have (a) CashEuroNet loan(s).

You do not need to have received an email from us to submit a claim on behalf of a customer.

All claims must be made through the Online Claims Portal. We will not be able to process any claims that we receive by email.

Each claim will require a valid Letter of Authority to be uploaded onto the Online Claims Portal separately.

If I have previously received a redress payment and/or waiver from CashEuroNet, can I claim again?

See general FAQs for customers.

I am owed money by CashEuroNet but not for (an) unaffordable loan(s). Can I use this portal?

See general FAQs for customers.

How will I know it is CashEuroNet contacting me?

See general FAQs for customers.

I have received more than one email from you to different email addresses notifying me of the portal. What should I do next?

See general FAQs for customers.

I previously requested that all of my information be deleted from the systems. Can I still make a claim?

See general FAQs for customers.

Should I contact the Financial Ombudsman Service?

See general FAQs for customers.

Will the Financial Services Compensation Scheme (FSCS) pay my claim?

See general FAQs for customers.

How do I submit a claim?

Please submit your clients’ claims through the Online Claims Portal.

Each customer claim must be entered and submitted individually.

The portal will ask for the personal information of the customer you represent (e.g. name, address and email address associated with their CashEuroNet account) which it will use to try to automatically identify them based on CashEuroNet’s records. If successfully identified, you will be able to submit a claim on their behalf.

No further action is required by you at this time. Should we require further information, we will send you a separate email.

Please note, third-party claims will only be considered if they are supported by valid legal authority to make the claim (e.g. a Letter of Authority, Probate, Power of Attorney, Certificate of Appointment, etc.). This must be uploaded to the Online Claims Portal for each individual when the claim is being submitted. Failure to provide these documents will result in the claim not being processed.

Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim value. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet’s assets have been sold or realised and certain costs and deductions have been taken into account.

Will I need to provide any information or documents in support of my claim?

If you are a CMC or other third party claiming on behalf of a customer, following you successfully submitting a claim on the Online Claims Portal, we will email you asking for further supporting documents, as explained in the previous question. Failure to provide this documentation will result in the claim not being considered.

What constitutes a valid Letter of Authority (LOA)?

In order for us to verify an LOA as “valid” it must comply with the following:

  • It must be dated within 6 months of submission of the claim

  • It must contain all of the following for us to conduct an identification check:

    1. Letter of Authority must be signed (electronic signature is allowed, but it must be legible)

    2. Customer full name

    3. Customer date of birth

    4. Customer address including postcode

  • You must also provide one of the following for a verification check:

    1. Customer ID

    2. Customer statement of account for QuickQuid/Pounds2Pocket/On Stride Financial

    3. Email exchange between customer and third-party (in PDF format)

    4. Customer photo ID/Government Issued ID

    5. Customer bank statement

    6. Customer utility bill verifying address/full name

When will I know if my claim has been successfully submitted?

See general FAQs for customers.

The Online Claims Portal cannot identify me, what should I do next?

See general FAQs for customers. In the first instance, rather than contacting the CashEuroNet Customer Support Team at 0800 016 3250, we recommend that you contact the underlying customer to check the information you are using is correct.

Will I be able to partially complete my claim online, save it and then return to it at another time/date?

See general FAQs for customers.

If I have cancelled my agreement with a claims management company ("CMC") after the CMC submitted my claim, will I need to provide you with any information?

If a customer advises the Joint Administrators that they have cancelled a letter of authority, it will be for the CMC to provide evidence that the letter of authority is still valid, not for the Joint Administrators to do so.

Do I need to input a claim value (£)?

See general FAQs for customers.

Our letter of authority states that any recoveries should be paid to the CMC, why are you paying the customer?

It is a requirement of our insolvency legislation that we pay the creditor unless we get approval from the creditor that we should directly pay the third party.

After a claim is submitted, if the third party has elected to have the payment sent to them instead of the creditor, our Customer Support Team will reach out to the creditor for approval. If approval is not given, we will default to sending the payment to the creditor.

The Joint Administrators are not in a position to use the Letters of Authority for this purpose.

We will only pay the CMC if we receive explicit instruction from the customer that we should do so.

Why do I need to give consent to the Joint Administrators to calculate my claim on my behalf?

See general FAQs for customers.

I have one or more loan(s) that were sold to a third party. Can I still make an unaffordability complaint for these loans?

See general FAQs for customers.

How long will it take for my claim to be assessed if one or more of my loan(s) were sold to a third party?

See general FAQs for customers.

I have been asked to provide information in relation to my sold loan(s). What do I need to provide?

See general FAQs for customers.

When will I know if my claim has been assessed?

See general FAQs for customers.

What does it mean if my claim is agreed?

See general FAQs for customers.

How will you calculate the value of my claim?

See general FAQs for customers.

If my claim is agreed, will you remove the loans from my credit file?

See general FAQs for customers.

If my claim is agreed, will I receive interest on my claim?

See general FAQs for customers.

If my claim is agreed, will my claim take into account fees and charges I had to pay?

See general FAQs for customers.

If my claim is agreed and I do not agree with how it has been valued, i.e. the amount offered, what can I do?

See general FAQs for customers.

If my claim is agreed, how much money will I receive?

See general FAQs for customers.

Who will payments be made to?

IMPORTANT NOTICE:
It is important to note that under the Insolvency Act and Rules, if we do not receive direct instructions from your client requesting that payment be made to you, we cannot direct any dividend payments to you, regardless of the terms of the Letter of Authority. Whilst we will request that customers confirm to us where payment should be directed, if you do wish for payment to be made directly to you, it is your responsibility to request that you client provides this instruction to the Administrators by emailing Claims@CEU.co.uk with their claim reference number.

Please be aware, if successful, the payment your client will receive will be considerably smaller than the accepted claim value. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet’s assets have been sold or realised and certain costs and deductions have been taken into account.

I can't make my next payment(s), is there anything I can do? Can I defer my next due payment(s)?

We appreciate you might be worried about the impact of coronavirus on your financial commitments — we are here to help!

Please contact us as soon as possible if you believe you may not be able to make a payment. This will help us consider your individual needs and the options available to you, including up to 2 months payment deferral and a freeze on your interest. We will also ensure that you are not charged any default interest or late fees for missed payments during the agreed deferral period.

The forbearance described above may not be available in all circumstances, particularly if you were already in financial difficulty before the impact of coronavirus.

Each request will be assessed in accordance with your specific situation.

Will my credit report be impacted? What information is shared with the credit bureaus?

We report loan information to TransUnion and Experian, two of the major credit reference agencies. Your credit report will not be detrimentally impacted during the agreed payment deferral period. This means your credit data status will be protected and not worsen.

I’m past my deferral period but am still unable to make payments. What can I do?

Please contact us as soon as possible to avoid missing upcoming payments. We’ll work with you to identify alternative forbearance support.

Please call our Customer Support Team for QuickQuid at 0800 056 1515 or the On Stride Financial Customer Support Team at 0800 210 0923 to learn what options may be available. You can also email us at support@quickquid.co.uk or customersupport@onstride.co.uk.

Is CashEuroNet associated with First Choice Finance?

We have been made aware by our regulator, the Financial Conduct Authority ("FCA"), that another firm is falsely utilising some authorisation details of CashEuroNet ("CEU"); more specifically our firm's registered number ("FRN 673738"). CEU’s FRN can be found on the FCA register. The unauthorised firm is claiming to be called First Choice Finance.

This activity is illegal, and is referred to as a “clone firm.” CashEuroNet UK, LLC has no association with First Choice Finance.

If you suspect that they — or any unauthorised firm — have contacted you, do not provide any personal or financial details. If you have any questions, please call us at 0800 056 1515 for QuickQuid or 0800 210 0923 for On Stride Financial. You can also email us at support@quickquid.co.uk or customersupport@onstride.co.uk.

For specific information on the clone firm, please read the full warning posted by the FCA here: https://www.fca.org.uk/news/warnings/first-choice-finance-clone.

If you think you have been approached by an unauthorised or clone firm, or contacted about a scam, you should contact the FCA directly.

Do I still need to repay my loan?

Yes. The terms and conditions of all loans remain as agreed when the loan was taken out and payment is due in line with the agreement to CashEuroNet UK LLC (in administration). This applies to all loan products (QuickQuid and On Stride Financial (formerly Pounds to Pocket))

What will happen if I don’t repay my loan on time?

The terms and conditions remain as agreed when the loan was taken out.

Can I take out a new loan or add additional funds to my existing loan?

The Company is unable to provide further lending from the date of the administration appointment.

I can’t afford to repay my loan. What should I do?

If you can’t repay your loan on time, please call the QuickQuid Customer Support team straight away on 0800 056 1515 or the On Stride Financial Customer Support team on 0800 210 0923 as applicable to your loan.

How do I repay my loan?

Your loan should be repaid as arranged when it was taken out. For more information on repayment arrangements, Continuous Payment Authority and alternative payment methods, please go to "Paying off your loan"

There will be no change to the bank details to which you should make payment. If you receive any requests to make payment to an alternative account, please inform the QuickQuid Customer Support team straight away on 0800 056 1515 or the On Stride Financial Customer Support team on 0800 210 0923 as applicable to your loan.

Never give personal or account details to anyone who contacts you unexpectedly. We will never ask for your bank details.

I need to talk to someone about my loan or I have a question which is not answered here.

Please check the FAQs section of the websites at Onstride or QuickQuid depending on who your loan is from.

If your question is not covered, please contact Customer Support on 0800 056 1515 or support@quickquid.co.uk if your loan is with QuickQuid or 0800 210 0923 or customersupport@onstride.co.uk if your loan is with Onstride.

The call centre will remain open as normal, but please be aware that we will be handling a high number of calls and your wait may be longer than usual. Please note that the call centre will not be able to answer any questions related to anything outside of standard service enquiries.

If your question is still not answered, please email your query to casheuronetuk@uk.gt.com. The administrators’ team will look at all individual queries.

Please note that the administrators’ team does not have online access to customer accounts and is therefore unable to deal with queries relating to the servicing of individual accounts, including current account balance, making repayments and change of bank or address details. These queries should be directed to the customer support centre.

Please be aware that we are expecting a large volume of queries. You may therefore not receive an immediate response.

Will I still be able to access my account during the administration?

The administrators will continue to provide access to the website and your account home so that you may access your account.

What should I do if I have information about the Company?

We would be pleased to receive from any stakeholder any useful information concerning the Company, its dealing or conduct which may assist us.

What is an administration?

An administration is an insolvency procedure regulated by the Insolvency Act 1986. The administrator’s role is to realise the assets and distribute them for the benefit of creditors.

The administration will last for an initial period of 12 months but may be extended.

The administrator will provide regular updates to creditors. Any persons or companies who believe they are a creditor of a company in administration should send their claims to the administrator.

Why has the Company entered into administration?

The Company filed its application for an administration order on 25 October 2019. We are working to understand the factors which contributed to the Company’s insolvency and will provide an update in due course.

Who are the administrators/Grant Thornton UK LLP?

Chris Laverty, Trevor O’Sullivan and Andrew Charters of Grant Thornton UK LLP, were appointed as administrators by the Court following an application to Court by the Company.

Whilst the directors of the Company made the application for the appointment of administrators, the FCA consented to the appointment of the named administrators.

The administrators are qualified insolvency practitioners, regulated by the Insolvency Practitioners Association. The administrators act independently of the Company and the directors for the benefit of all creditors and stakeholders. Their primary concern and mandate is to ensure that they maximise the returns to investors and trade creditors alike.

Grant Thornton UK LLP is one of the world’s leading organisations of independent assurance, tax and advisory firms. The firm has over 190 partners and employs 4,500 people in the UK across 26 offices. We are part of a global network of 50,000 people in over 135 countries.

Are the administrators in contact with the FCA?

Yes. The administrators are in regular contact with the FCA and the FCA consented to Chris Laverty, Trevor O’Sullivan and Andrew Charters being appointed as administrators of the Company.

How will my data be protected in this administration process?

As part of our role as administrators, we may need to access and use data relating to borrowers. In doing so, we must abide by data protection requirements.

Information about the way we will use, and store personal data can be at https://www.onstride.co.uk/privacy-policy and here https://www.quickquid.co.uk/privacy-policy.html supplemented by Clause 10 of Grant Thornton’s terms and conditions at https://www.grantthornton.co.uk/globalassets/1.-member-firms/united-kingdom/pdf/search/terms-conditions.pdf

It is important that you read the terms and conditions so that you are aware of how and why we are using your data.

What should I do if I have information about the Company?

We would be pleased to receive from any stakeholder any useful information concerning the Company, its dealing or conduct which may assist us.

What can I do if my question has not been answered in this FAQ section?

If your question has not been answered in this FAQ section, please email your query to casheuronetuk@uk.gt.com. The administrators’ team will look at all individual queries. Please be aware that we are expecting a large volume of queries. You may therefore not receive an immediate response.

When will I receive what I am owed?

After your claim has been assessed, if your claim is agreed by the Administrators you will be an unsecured creditor of the Company and will be owed a distribution once all assets have been sold or realised.

Distributions to creditors are made in the following order: The costs of realising assets will be paid first. Any amounts owing to secured creditors are then settled, followed by employee claims and unsecured claims (such as providers of goods and services and redress claims). If, after paying the costs and amounts due to the secured creditors, there are insufficient funds to pay all remaining claims in full then creditors will receive a proportion of their claim.

Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim amount. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet UK LLC’s assets have been sold or realised and certain costs and deductions have been taken into account.

I would like to make a complaint — how can I do so?

If you have a complaint in relation to irresponsible/unaffordable lending, please see the “Redress Complaints” section for more information.

If you have a complaint in relation to something else (other than irresponsible/unaffordable lending), please contact us at:

How long will you take to respond to my complaint?

We will acknowledge within 5 working days.

Thereafter, we will commence an investigation into your concerns and aim to provide you with a full response within 4 weeks. We may ask for additional information to assist with our investigations.

Should we be unable to provide you with our full response, we will send you a further email after 4 weeks with an updated timescale.

Please note that the timescale above does not relate to complaints in relation to irresponsible/unaffordable lending. For more information, please see the “Redress Complaints” section.

Can I escalate my complaint to the Financial Ombudsman Service?

Unfortunately, as a result of the administration, the FOS are no longer handling complaints in relation to Quick Quid, Pounds to Pocket or On Stride Financial. Whilst you are still able to escalate your complaint to the FOS, these will be redirected to the Joint Administrators to assess. More information can be found on the FOS’ website, https://www.financial-ombudsman.org.uk/news-events/reports-casheuronet-quickquid.

I am owed money by CashEuroNet UK LLC, what should I do?

Check your contract. If your contract was with CashEuroNet UK LLC and you have not been paid for goods or services provided, please provide details of your claim to the administrator at:

The administrator of CashEuroNet UK LLC
Grant Thornton UK LLP
30 Finsbury Square
London
EC2P 2YU

What should I do about orders that were placed before 25 October 2019 but not yet delivered?

Please make contact with your usual contact at CashEuroNet UK LLC in the first instance.

Do I need to continue to supply to the Company?

The Joint Administrators’ representatives will make contact with you if supply is required. Any goods or services which are supplied after the date of appointment will be subject to new terms, agreed with the Joint Administrators.

What should I do if I have information about the Company?

We would be pleased to receive from any stakeholder any useful information concerning the Company, its dealing or conduct which may assist us.

What can I do if my question has not been answered in this FAQ section?

If your question has not been answered in this FAQ section, please email your query to casheuronetuk@uk.gt.com. The Joint Administrators’ team will look at all individual queries. Please be aware that we are expecting a large volume of queries. You may therefore not receive an immediate response.

What are short-term loans and who should use them?

Short-term loans are designed to help you bridge the gap between paydays so that you can take care of any unexpected expenses. If you need a quick cash advance to cover unexpected expenses, a QuickQuid short-term loan may be an option for you. However, you should not take out a short-term loan if you don't think you can pay it back on time, or if you are in need of a long-term financial solution.

What is the difference between a QuickQuid loan and a regular personal loans?

QuickQuid's short-term loans are repaid in 1, 2 or 3 repayment periods and are designed to help bridge the gap between paydays. The last payment includes the principal borrowed and is larger than previous payments. Personal “instalment” loans are loans in which there are a set number of scheduled payments over time. Each payment is equal, with some percentage of each payment going toward the principal of the loan.

Where can I get financial advice?

Those looking for financial advice can try the following free services:

  • National Debtline: A national telephone helpline for people with debt problems in England, Wales and Scotland. Their service is free, confidential and independent. Their helpline is available Monday – Friday, 9 a.m. – 9 p.m., and Saturday, 9:30 a.m. – 1:00 p.m. They are closed Sunday. Call 0808 808 4000 or visit www.nationaldebtline.co.uk.
  • Money Advice Service: Independent service set up by the government to help people make the most of their money. They give free, unbiased money advice. Their hotline is available Monday – Friday, 8:00 a.m. – 8:00 p.m., and Saturday, 9:00 a.m. – 1:00 p.m. For English, call 0300 500 5000. For Welsh, call 0300 500 5555. Or, you can visit www.moneyadviceservice.org.uk.

How does QuickQuid secure all the personal information I provide them?

QuickQuid takes the protection of our customers’ information seriously. We employ a number of technologies to protect your information, including VeriSign and McAfee, among others. To protect yourself against potential scammers who might present themselves as QuickQuid or another lender, remember you should:

  • Never make any payments over the phone unless the details of your original loan can be confirmed.
  • Never provide personal information in response to an unsolicited email or call.
  • Never respond to suspicious emails that request personal information.
  • Check your account regularly for suspicious activity.

How do I report a complaint?

Visit our Contact Us page for details on reporting complaints in reference to QuickQuid loan products, policies or services. You will also find Contact Details for The Financial Ombudsman Service, an Online Dispute Resolution Platform, and Complaints Publication Data.

How can I check my loan status?

You can check the status of your loan online:

  1. Log into your Account Home page.
  2. The top of your Account Home will contain information on the status of your current loan.

Can I repay my loan early?

Yes. You can repay your loan early at no extra cost. You only pay interest on the days you borrow. To repay your loan early, please contact our Customer Support Team via phone on 0800 056 1515 or by live chat.

How does QuickQuid collect payments?

With QuickQuid, you can choose between two automated payment methods: Continuous Payment Authority (CPA) and Direct Debit Authorisation (DDA). When you fill out your application, we’ll ask you to choose your preferred method and agree to its terms.

  • Continuous Payment Authority (CPA) is a type of automatic payment that authorises a lender to withdraw sums from a borrower’s nominated bank account using debit card details. We will fully disclose the terms of a CPA during the loan application process, to which a borrower must agree. If you choose this method, QuickQuid will use your debit card details to set up the CPA, withdrawing your payments on their due dates without requiring express authorisation for each withdrawal. It is important that you are fully aware of the commitment you are entering into when setting up a CPA. On your repayment date, QuickQuid will debit your account for the amount due. If the debit fails, QuickQuid may attempt to debit a second time on the same day or the following business day.
  • Direct Debit Authorisation (DDA) behaves similar to an electronic cheque. QuickQuid presents the authorisation to your bank and your bank sends the specified payment amount to QuickQuid to satisfy the loan agreement.

How can CPA be cancelled?

Customers can cancel their CPA with the bank or card provider, or with the company taking the payment. Customers should notify us when they advise the bank or card issuer that they have stopped permission for the payments. Customers may also cancel their CPA by contacting us directly. Payments taken prior to cancellation being received will only be considered for full or partial refund at the discretion of QuickQuid. Please call us on 0800 016 3114 (call free from landlines. Mobile phone companies may charge up to 40p per minute.). If you cancel your CPA for the repayment of your loan with us, you will still be responsible for paying any money that you owe, including any charges that may accrue. An alternative means of repayment will be agreed on.

What happens if I can't make a payment on a payment date?

At QuickQuid, we understand that your financial circumstances can change in an instant. If you know that you won't be able to repay your loan amount on your payment date, you should contact us immediately so that we can do our best to help set up payment arrangements that work for you. If your loan payment is dishonoured, returned, unpaid or otherwise missed, you may be charged a late fee of up to £15.00. We may also charge you default interest on any outstanding principal at the same daily interest rate as your contracted interest rate, beginning on the first calendar day after the repayment date. Missing payments can make it more difficult and/or expensive for you to obtain credit, and such missed payment may adversely affect your credit report. In addition, if you default under a loan agreement, we may commence legal proceedings. You may be required to pay us the reasonable expenses and costs we incur in those legal proceedings or in attempting to enforce our rights against you under the loan agreement.

How do I update my bank information?

To update your bank account number, debit card details or Direct Debit details, please contact our Customer Support Team via phone on 0800 056 1515, or by live chat. Please be ready with your new debit card number or branch sort code, as well as your bank/building society account numbers. Please note that we cannot update this information via email.

How do I update my personal and employment information?

To update your personal and employment information, please do the following:

  1. Log in to your account using the Customer Log-in fields at the top of the screen.
  2. Click on the corresponding link of the information you need to change under the “Account Details” header.
  3. Make the change and click “Update.” Please note that some information cannot be updated unless you contact our Customer Support team on 0800 056 1515.

I forgot my password. How do I reset it?

To reset your password, click the "Log-In" button on the top of the page. Then:

  1. Enter your email address and click "Forgot your email or password?"
  2. Check your email for a temporary password.
  3. Log in to your account with the temporary password and update your password when prompted.

If you’re already logged in to your account and would like to change your password, simply click on the “Change Password” link on the Account Home menu.

I am not receiving emails from QuickQuid. Why?

To ensure you receive important emails from QuickQuid, please take a moment to add our email address (support@quickquid.co.uk) to your address book, or to your spam "good list” or “whitelist.” Sometimes new email spam filters incorrectly categorise messages from QuickQuid as “unsolicited” and redirect them to a spam, bulk or junk email folder, or even delete them altogether. Read on for instructions on how to add QuickQuid to your address book in Outlook and Gmail:

Portability

You have the right to access and download (port) your personal records and information. This information is limited to information you have provided us and certain information generated by your activities with us. To request your data be ported, you may log into your account and choose to download and send this data. This information will be prepared in a secure format and will then be available shortly after for download. In limited instances, certain data may not be provided upon request if that personal data concerns other individuals or if providing it would result in a release of information covered by our trade secrets or intellectual property rights.

Access

You have the right to access your personal records and information that we hold about you. For access to information provided by you or generated by your activities, you may log in to your account and choose to download this data. This information will be prepared in a secure format and will then be available shortly after for download. For a more complete list of data held about you, including data obtained from third parties, please email GDPR@quickquid.co.uk with your request. Please note that this request may take up to 30 days to complete. In limited instances, certain data may not be provided upon request if that personal data concerns other individuals or if providing it would result in a release of information covered by our trade secrets or intellectual property rights.

Rectification

You have the right to update any outdated or inaccurate data held about you, and to complete any incomplete data held by us. You may update personal details or employment data by logging in to your account or by calling 0800 056 1515.

Objection to Processing

You have the right to object to processing where processing is based solely on our legitimate business interests.

If you are currently receiving marketing communications, you are able to change your preferences at any time by one of the following methods:

Via email: Click the "Unsubscribe" link in any email communication and submit your email address on the next screen.

Via the web: Update your contact preferences in your account.

Via SMS: By following the unsubscribe link in your SMS communication.

If you object to our processing based on our legitimate business interests, please note that the processing shall cease only where your rights outweigh our compelling legitimate grounds for processing. You may request this right by emailing GDPR@quickquid.co.uk.

Objection to Automated Decision Making

We use automated decision making as part of our fraud prevention, identity verification and underwriting process. This process takes into account customer stated data such as income, expense and employment information, as well as third-party data, such as credit reference data or published national household income and expense averages to judge creditworthiness of an applicant and affordability of the requested loan. Such automation ensures that each customer is treated consistently and is evaluated objectively and allows us to make fair and responsible lending decisions.

You may request our team manually evaluate your loan application; provide your opinion; or, contest the decision made by this automated processing. You also have the right to object to the automated processing for direct marketing purposes. For automated processing requests, please contact us at Privacy@quickquid.co.uk.

Erasure

We will delete or anonymise data when, in accordance with our Data Retention Policy, we no longer need to process it. If we anonymise data, we may continue to use it (in anonymised form) beyond periods specified in our Data Retention Policy. You have the right to request us to delete your data sooner for a number of different reasons, for instance, if it was unlawfully processed and you may do so by sending your request to GDPR@quickquid.co.uk. We will review your request and respond within one month.

Restriction of Processing

You have the right to request us to limit the use your data for a number of reasons, including if you have requested we correct data about you, you have objected to our use of your data, and if you believe your data was processed unlawfully, or if you need us continue to store your data for legal reasons related to you. Please note that in the event you request restriction, we will continue to store it according to our Data Retention Policy. If you would like to request restriction please email GDPR@quickquid.co.uk.